Qasem Malhas

• Develops and establishes both quantitative and qualitative performance standards to assess the companys
operational efficiency and effectiveness; continuously identifies areas for process improvement.
• Utilizes data-driven decision-making to drive operational strategy and ensure consistent performance improvement.
• Reviews, analyses, and evaluates existing business procedures to enhance overall workflow and productivity.
• Implements and enforces operational policies and procedures aimed at streamlining daily activities and improving
overall performance.
• Champions a culture of continuous improvement, innovation, and accountability across all levels of the operations
team.
• Ensures all work environments are safe, compliant, and conducive to employee productivity and well-being.
• Oversees the operations, procurement, and sales departments to ensure alignment with strategic objectives and
departmental performance targets.
• Identifies and mitigates operational risks to ensure business continuity and service reliability.
• Plans, directs, controls, monitors, and evaluates budgets and operational costs across divisions to ensure alignment
with financial goals.
• Performs additional duties and responsibilities as required to support business goals.
• Acts as a positive representative of the organization to internal teams, customers, industry partners, and the wider
community
• Leads the integration and coordination of efforts across operations, engineering, technology, and customer service
teams to ensure seamless workflows and cost-efficient processes.
• Enhances customer satisfaction by implementing operational improvements and policy adjustments focused on
service quality.
• Effectively communicates new initiatives, policies, and procedural updates to department managers; for major
changes, conducts briefings with the full operations team to ensure clarity, alignment, and engagement.

• Develop and Execute CRM Strategy
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• Lead the design and implementation of a comprehensive CRM strategy that enhances customer engagement,
increases retention, and drives long-term revenue growth.
•
• Optimize Customer Segmentation & Targeting
•
• Establish advanced customer segmentation models to enable personalized communication and targeted campaigns
that increase conversion rates and boost revenue per customer.
•
• Enhance Customer Lifecycle Value
•
• Design and monitor customer lifecycle programs, including onboarding, upsell/cross-sell journeys, loyalty initiatives,
and win back programs to maximize customer lifetime value (CLV).
•
• Drive CRM Analytics & Insights
•
• Use data analytics and dashboards to track customer behaviour, churn patterns, and revenue opportunities. Provide
actionable insights to Sales, Marketing, and Operations to support decision-making and improve ROI.
•
• Collaborate Across Departments to Increase Revenue
•
• Work closely with Sales, Marketing, and Operations to align CRM initiatives with commercial priorities, ensuring
CRM contributes directly to revenue acceleration, market expansion, and customer profitability.
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• Manage CRM Systems, Tools & Enhancements
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• Oversee CRM systems (e.g., Odoo, HubSpot, Salesforce) to ensure they support automation, data accuracy, and

• Establishes quantitative and qualitative metrics, guidelines, and standards by which the companys efficiency and
effectiveness can be evaluated; identifies opportunities for improvement.
• Review, analyse and evaluate business procedures.
• Implements policies and procedures that will improve day-to-day Operations.
• Ensures work environments are adequate and safe.
• Oversees operation, purchasing, and sales departments, ensuring each is reaching departmental and company
leadership goals.
• Plans direct, controls, implements, evaluates, monitors, and forecasts budgets and cost of operation in each division
to Achieve financial objectives.
• Communicate and explain new directives, policies, or procedures to managers; for significant changes, meet with
entire Operations staff to explain differences, answer questions, and maintain morale.
• Improves customer service and satisfaction through policy and procedural changes.
• Leads coordination and integration of efforts among operations, engineering, technology, and customer service
Divisions to produce smoother workflow and more cost-effective business processes.
• Projects a positive image of the organization to employees, customers, industry, and community.
• Performs other related duties as assigned

February 2022- present, Ajlan & bro Holding Group (AJEX Company)  Director of Operation Management
• Establishes quantitative and qualitative metrics, guidelines, and standards by which the companys efficiency and effectiveness can be evaluated; identifies opportunities for improvement.
• Reviews, analyze and evaluate business procedures.
• Implements policies and procedures that will improve day-to-day operations.
• Ensures work environments are adequate and safe.
• Oversees operation, purchasing, and sales departments, ensuring each is reaching departmental and company leadership goals.
• Plans directs, controls, implements, evaluates, monitors, and forecasts budgets and cost of operation in each division to achieve financial objectives.
• Communicate and explain new directives, policies, or procedures to managers; for significant changes, meet with entire operations staff to explain differences, answer questions, and maintain morale.
• Improves customer service and satisfaction through policy and procedural changes.
• Leads coordination and integration of efforts among operations, engineering, technology, and customer service divisions to produce smoother workflow and more cost-effective business processes.
• Projects a positive image of the organization to employees, customers, industry, and community.
• Performs other related duties as assigned.
October 2020- February 2022 Ajlan & bro Holding Group (AJEX Company)  East Regional Manager and Contract Management
• Provide Leadership, direction, and management support for the various functions within AJEX organization, including Gateways Operations, Customs Clearances, Operations, and Business Development.
• Assisting in developing strategic plans for operational activity, implementing and managing AJEX Vision and Mission in the Kingdom of Saudi Arabia.
• Improve processes and procedures in support of AJEX organizational goals by bench-marking International “Best Practices” to maximize departmental output. Conduct regular ISO and Operations audits to ensure compliance.
• Plan effective strategies and control operational budgets for the financial well-being of AJEX in the Kingdom.
•
• Manage and improve the efficiency of support services such as IT, HR, Accounts, and Finance by facilitating coordination and communication between support functions.
•
2018

• Provide Leadership, direction, and management support for the various functions within AJEX organization,
including Gateways Operations, Customs Clearances, Operations, and Business Development
• Assisting in developing strategic plans for operational activity, implementing and managing AJEX Vision and Mission
in the Kingdom of Saudi Arabia.
• Improve processes and procedures in support of AJEX organizational goals by bench-marking International Best
Practices to maximize departmental output. Conduct regular ISO and Operations audits to ensure compliance.
◦
Plan effective strategies and control operational budgets for the financial well-being of AJEX in the Kingdom.
◦
• Manage and improve the efficiency of support services such as IT, HR, Accounts, and Finance by facilitating
coordination and communication between support functions

Dynamic career of over 14 years that reflects pioneering experience and year-on-year success in achieving business growth objectives in competitive markets viz. Sales, Business Development, Sales, and People Management majorly in Domestic, and E-commerce domain Deputy CEO & COO for Ajoul Logistics company

Managing complete sales & business operations covering KSA main entities with accountability for profitability;
forecasting monthly/ annual sales targets & executing them in given time frame by organisational planning
* Strategizing the long term business directions with turnover +20M $ Domestic revenue in Riyadh, thereby ensuring
maximum profitability in line with organisational objectives
* Accountable for attaining financial growth and controlled the pool of the VIP customers; mapping & identifying market
opportunities and creating a well-known strategy to support the online business
* Nurturing healthy business relationship with customers to ensure best practices in meeting their needs and
expectations
* Discuss with the CMT leaders the targets of their teams making sure that the total team targets are higher or equal to
the station target
* Coordinate with the region product manager on all regional accounts, operation changes and updates needed
* Training, developing & mentoring cross-functional teams by setting higher expectations and initiating individual
member accountability
* Enhancing customers’ satisfaction level by creating a full solution for start-ups to support their growth; also boosting
the B2C mind-set within Aramex KSA teams to ensure the sustainable growth of the e-commerce in alignment with the
market needs

Domestic
• Managing complete sales & business operations covering KSA main entities with accountability for profitability;
forecasting monthly/ annual sales targets & executing them in given time frame by organisational planning
• Strategizing the long-term business directions with turnover +20M $ Domestic revenue in Riyadh, thereby ensuring
maximum profitability in line with organisational objectives
• Accountable for attaining financial growth and controlled the pool of the VIP customers; mapping & identifying market
opportunities and creating a well-known strategy to support the online business
• Nurturing healthy business relationship with customers to ensure best practices in meeting their needs and expectations
• Discuss with the CMT leaders the targets of their teams making sure that the total team targets are higher or equal to the
station target
• Coordinate with the region product manager on all regional accounts, operation changes and updates needed
• Training, developing & mentoring cross-functional teams by setting higher expectations and initiating individual member
accountability
• Enhancing customers satisfaction level by creating a full solution for start-ups to support their growth; also boosting the
B2C mind-set within Aramex KSA teams to ensure the sustainable growth of the e-commerce in alignment with the
market needs

• Coordinate with the Station Manager to set the product targets.
• Achieve the set product target
• Agree with the Station manager on a sales and pricing strategy for the product.
• Communicate the sales and pricing strategy to the CMT and ensure they abide by it.
• Develop effective sales and communication materials that will enhance the development of the product in the
marketplace. This is done in coordination with the. Marketing team at the station.
• Acts to promote good working relationship regardless of personal likes or dislikes
• - Builds good morale or cooperation within the team, including creating symbols of group identity or other actions to
build cohesiveness
• - Encourages or facilitates a beneficial resolution to conflict
• Train and support the CMT and ensure that they are selling the products effectively.
• Visit clients with the CMT on a regular basis. This is especially important when the. client has a special project and
requires the expertise.
• Participate in exhibitions where his potential customers visiting or participating.